Hi, I’m
Michelle Davis
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
years of professional experience
Work History
Meridian Health PlanDetroit, MI
Customer Service Representative
04.2020 - Current
Job overview
- Made outbound calls to existing customers to upsell advertising packages.
- Answered inbound calls from existing and future policy holders to answer inquiries and discuss insurance options.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Documented and communicated all claim activity quickly and efficiently.
- Determined proper course of action for claims processing.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered customer telephone calls promptly to avoid on-hold wait times.
DMC HospitalWestland, MI
Patient Care Technician
02.2015 - 12.2020
Job overview
- Maintained an clean, healthy and safe environment.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Supported patient admissions, discharges and transfers to promote team efficiency.
- Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Assessed vitals and noted all medical information to report changes to nursing staff and physicians.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
Pioneer HospitalGarden City, MI
Patient Care Assistant
06.2018 - 04.2020
Job overview
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Documented residents' mental status, sleep and eating patterns in medical record books.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Westland Nursing and Rehabilitation CentreWestland, MI
Certified Nurse Assistant
11.2008 - 03.2017
Job overview
- Attend monthly in-services' to improve basic patient care Patient care for long and short term care Vitals, ADL'S, Glucose Checks, Member in good standing with Nurse Aide Registry.
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
- Assisted with patient transfer and ambulation.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
Education
American Heart AssociationFarmington Hills
BCLS CertificationCertified Nurses Aide
01.2019
Henry Ford Community CollegeDearborn Heights, MI
Associate of Arts from Criminal Justice
05.2013
Health Care SolutionsDetroit, MI
Certificate from Nursing Assistance
02.2008
Skills
- Clerical
- Data entry
- Filing
- Progress
- Answering phones
- Word processing
- Medical office administration
- EMR / EHR
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Responding to Difficult Customers
- Interpretation and Translation Services
- Call Documentation
- Courteous with Strong Service Mindset
- Answering Customer Questions
- Inquiry Requests
- Customer Service and Assistance
- Inbound and Outbound Calling
- Call Transfers
- Answering Emails
- Online Chat
- Microsoft PowerPoint
- Statement Billings
- Solving Customer Concerns
Timeline
Customer Service Representative
Meridian Health Plan
04.2020 - Current
Patient Care Assistant
Pioneer Hospital
06.2018 - 04.2020
Patient Care Technician
DMC Hospital
02.2015 - 12.2020
Certified Nurse Assistant
Westland Nursing and Rehabilitation Centre
11.2008 - 03.2017
American Heart Association
BCLS CertificationCertified Nurses Aide
Henry Ford Community College
Associate of Arts from Criminal Justice
Health Care Solutions
Certificate from Nursing Assistance
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